Auffenberg Group, Inc

Customer emailed me last night about the situation. I have discussed the situation with all employees involved and we feel that we are not at fault. However, due to this customer being a customer of ours in the past, I offered via email to him this morning that if he would bring the
vehicle into our shop, we would fix the vehicle at our internal cost and absorb half of the bill

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]
Regards,
I have no problem sending back the headphones and remote that do not go with our suburban so you can send the headphones and remote that do go with, but I still am not satisfied with the navagiation and all weather mat situationNo where in the suburban desription that you had on your website advertising the suburban did the options say maybe installedAlso no where did it say it had a *** it only talked about the ***Furthermore regardless what *** is now saying that is not what he said the day of salesWe would NEVER of bought the suburban had we known it didn't really have the ***We drove almost hours looking for this Surburban and wanting those featuresWe had been looking for months for a suburban with the features we wantedWe even built a Surburban on the *** website in front of *** when talking price and showed all the features we were looking forWe were never in a hurry, because after signing papers they couldn't even find the suburban because there had been a mix up and someone else took it out on a test drive*** manager Chad was sitting there talking to us about how there were close to calling the policeWe also had to take car seats and everything out of our trade in to put into the suburbanI stood talking to *** for a while in the parking lot enough to know he still pays a dish network bill for his exIf we were in such a hurry I don't think we would of had time to chat with himYour dealership has never showed any remorse for selling us a vehicle that had to have days of repairs in the first 1,miles or for sending the wrong equipment after we had to call and beat down doors to get that sent and was lied to countless times saying it had been sent when it hadn't (shipping date was on the package) or the fact that we were told one thing on the test drive that clearly wasn't true or that your website clearly showed things that was false

THIS CUSTOMER WANTED THE VEHICLE TOWED IN FOR THE RECALL OF THE IGNITION SWITCH.THE IGNITION SWITCH'S HAD TO BE ORDERED SO THE PROCESS WAS WHEN TOW TRUCK DELIVERD THE VEHICLES TO BACK PARKING LOT,WE WERE TO GET THE VIN NUMBER OFF OF CAR AND ORDER THE PARTSTHE CUSTOMER KNEW THAT THE PARTS HAD TO BE
ORDERD AND HAD THE OPTION FOR US TO ORDER THE PARTS AND LET THEM KNOW WHEN THEY ARRIVED AND AT THAT TIME BRING THE VEHICLE IN BUT THE CAR DIDNT RUN SO THE CUSTOMER WANTED A RENTAL CAR AT NO CHARGE.WHEN THE PARTS ARRIVED OUR TECH WENT TO THE CAR AND IT DIDNT STARTWE HAD A TOW TRUCK TOW IT INTO A STALL AND HAD A TECH DIAGNOSE IT.THERE WAS FUEL PRESSURECALLED THE CUSTOMER AND EXPLAINED WHAT THE PROBLEM WAS AND THE COST AN HE APPROVED THE REPAIR.AT NO TIME DID MR M*** CALL ME OR LEAVE A MESSAGE.WHEN THE CAR WAS COMPLETED MR M*** ASKED TO SPEAK TO ME AND WE DISCUSSED THE NATURE OF THE REPAIRMR M*** ASKED ME FOR DIAG SHEET OF THE REPAIR AND I EXPLAINED TO HIM THERE IS NO PRINT OUT AND IF HE WOULD HAVE ASKED US WE WOULD HAVE SAVED THE PART FOR HIM.I ASKED MR M*** WHY HE TOWED THE VEHICLE IN AND HE STATED THAT IT WOULDNT START AND THOUGHT IT WAS PART OF THE RECALL.I ASKED THE CUSTOMER WHY HE DIDNT SAY NO TO THE REPAIR AND HE STATED THAT HE DIDNT WANT TO PAY FOR A TOW TO A DIFFERNT FACILITYAS FOR THE FADED BUMPERS AND MISSING SPARE TIRETHIS VEHICLE IS A YEAR OLD HHR WITH MILES ON ITTHE BUMBERS ARE MADE OUT OF PLASTIC AND ARE PAINTED BLACKA YEAR OLD CAR SAME MAKE SAME BUMPERS WOULD FADE.WE LOOKED AT VIDEO AND FOUND NO ONE IN THE TRUNK OF THE VEICLE THAT WE COULD SEETHE LONG AND SHORT OF THIS MATTER IS THE CUSTOMER THOUGHT THE FIX FOR THERE VEHICLE WAS THE RECALL AND IT WAS NOTI TRIED TO WORK WITH THE CUSTOMER OFFERD A FREE SERVICE TO THEM AND QUOTE (IM GOING TO SEEK LEGAL ACTION)

Revdex.com:
This letter is to inform you that Auffenberg Group, Inc has carried out to my satisfaction the resolution it proposed for my complaint, filed on 2/19/and assigned ID ***
Regards,*** ***

WE TRIED TO CONTACT CUSTOMER THIS MORNING TO OFFER A COMPLETE REFUND FOR THE MISUNDERSTANDING.OUR POLICY IS TO GIVE THE CUSTOMER THE COMPLETED PRICE OF REPAIRSOUR APOLOGIES

We do not send referral fees as it is against the law in Texas. However we do have gift cards that we can send to this individual. I would need an updated home address to mail a gift card to him. Please have the customer send the updated information on his address

THE VEHICLE WAS NEVER DIAGNOSED WHEN IT WAS TOWED IN.. THE INSTRUCTION'S FROM [redacted] WAS TO PUT ALL CUSTOMER'S IN RENTAL CARS BECAUSE THERE WOULD BE NO PART'S AVAILABLE. ALL PART'S WERE TO BE ORDERD BY VIN NUMBER BECAUSE THEY WERE VIN SPECIFIC.AS I STATED IN THE LAST REPLY THE VEHICLE WAS TOWED TO THE BACK AND WHEN PART'S ARRIVED WE WOULD PULL THEM INTO THE SHOP. THE CUSTOMER SAID IT WAS DIAGNOSED BY A FRIEND. THE RECALL THAT THE CUSTOMER CAME IN FOR WAS IGNITION SWITCH REPLACEMENT,IF YOU READ THE RECALL IT WAS BECAUSE THE KEYS WOULD SWIVEL AND TURN THE IGNITION FROM THE ON POSITION TO THE OFF POSITION.IT WAS NOT FOR A NO START CONDITION! THERE WERE MANY CUSTOMERS THAT WANTED TO BLAME THE RECALL FOR THERE CAR PROBLEMS BUT THE TRUTH IS THAT THE RECALL DIDNT CAUSE THIS ISSUE WITH THIS CUSTOMER.THE CUSTOMER STATED THAT HE HAD THE PROBLEM CHECKED BY SOMEONE BEFORE COMING TO OUR DEALERSHIP. WHY DIDNT HE SAY NO TO THE REPAIR IF HE WAS SURE THAT IT WAS SOME OTHER ELECTRICAL PROBLEM??HE COULD HAVE AT NO COST TO HIM. AS FOR THE VEHICLE BUMPERS THEY ARE MADE OUT OF PLASTIC AND RUBBER WHEN LEFT IN THE SUN FOR 8 YEARS EVEN A LITTLE BIT AT A TIME THEY DRY OUT AND CHANGE COLORS IT IS PART OF HAVING AN 8 YEAR OLD VEHICLE.THE ONLY WAY TO MAKE THIS CUSTOMER HAPPY IS TO GIVE HIM HIS MONEY BACK OR RESTORE THE 8 YEAR OLD CAR. IM SORRY THE CUSTOMER HAD A CHOICE TO GET THE REPAIR DONE. THERE IS NOTHING I CAN DO AT THIS POINT

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may...

update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  If the vendor will credit my card on file, I will consider the matter closed.

The head sets and remote were delivered to customer's home address via [redacted] on 11-23-15.  Attached is proof of the [redacted] delivery.  Customer did see the msrp detailing all equipment on the vehicle.  However, I am attaching the invoice showing equipment on this vehicle. ...

Customer purchased the vehicle and are aware it did not come with navigation system.  Instead it comes with a turn by turn system.  If customer activates by pushing the On Star button the voice activation will work and detail directions.  This vehicle was not ordered with all weather mats so the customer is not entitled to all weather mats.  If customer wishes to pay for the all weather mats I will offer the mats at our internal cost.

Once again the consumer claims our website showed the vehicle had the full navigation system which is not true.  The consumer went into the accessories section which clearly shows prices for the accessories that are available.  My offer stands.  Send back the headphones and I will replace with the proper headsets and remotes if the equipment returned is not the correct equipment.  No other accessories are owed to the consumer.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10338769, and have determined that this proposed action would not resolve my complaint.  
This is a BOLD FACE lie and exactly how Shawn handled our concern when we met! It is clear to me that this company and dealership employ the most unprofessional people who lack an ouce of Customer Service skills.Anthony clearly informed us that we had to wait for the car to be diagnosed before ** would approve the rental vehicle and this is why we had to leave the lot without one until the next day.In my previous response, I was able to state facts and prove that this person did not even know the color of the vehicle's bumpers.As a professional, I accept the fact that I paid for work that was completed and don't expect any sort of refund on the Fuel Pump issue but I can not accept damage to the vehicle (bumpers) that occurred while in their possession and missing parts (spare tire) as my wife is now in danger of being stranded the next time she gets a flat tire. As you can see from the photos and in person, this is a well kept vehicle in very good condition especially on the exterior. This dealership continues to hide behind the age of the car but that is laughable to me!I protest [redacted] ignorance as these 2 items are simple requests that they CAN do something about but seem to choose not to want to.I will continue to share my story with everyone I come in contact with both personally and professionally and will never step foot on their lot again unless they offer some kind of assistance with these items that were well within their control.I will also continue to escalate this concern to every level necessary and exhaust all of my resources to find resolution on the mishandling of our vehicle.
Regards,
Chris M[redacted]